How to Request Support: Getting Quick Help via Phone, Email, or Desktop App
When a technical issue disrupts your workflow, getting a fast, effective resolution is our top priority. At ALCO USA, we provide three primary channels to reach our Help Desk. Depending on the urgency of your issue, please use the guide below to choose the best method for contacting us.
- The ALCO USA Desktop Support Agent (Recommended for Non-Urgent Issues)
The fastest way to log a ticket without leaving your workstation is through the ALCO USA Support Agent pre-installed on your computer.
For Windows Users: Look at the bottom-right corner of your screen in the system tray (click the upward arrow if it is hidden). Click on the ALCO USA logo icon.
For Mac Users: Look at the top-right menu bar and click the ALCO USA logo icon.
How to submit a ticket:
Click the icon and select “Submit a Support Ticket” from the drop-down menu.
A form will appear. Enter your name, email address, and a clear subject line.
In the description box, explain the issue. Tip: Check the box that says “Attach a screenshot of my current screen” if an error message is visible.
Click Submit. Your ticket is automatically routed to our queue with your machine configuration data already attached.
- Email Support (Best for General Requests and Inquiries)
For routine requests—such as software installation permissions, new folder access, or non-critical hardware questions—you can open a ticket by sending an email.
Support Email: Team@alcousa.org
What to include in your email:
Subject Line: A brief summary of the issue (e.g., “Cannot connect to corporate printer in Room 2B”).
Body: Describe what happened, any error messages you received, and when the issue started.
Contact Info: Your direct phone number or extension in case a technician needs to call you back.
- Phone Support (Strictly for Urgent & Critical Issues)
If you are experiencing a “Work Stoppage” emergency—such as a server outage, a suspected security breach, or an inability to log in for a time-sensitive meeting—call our hotline immediately.
Support Hotline: 1-208-391-7176 (Check your onboarding welcome packet for your dedicated client line)
Availability: Standard Support is available from 8:00 AM to 6:00 PM EST, Monday through Friday. Emergency after-hours support is monitored 24/7/365 for critical infrastructure issues.
